Gabriela Torres
Santa Tecla
Summary
Customer Experience Analyst with strong focus on analyzing customer feedback and improving service processes. Skilled in problem-solving, and customer relationship management. Known for team collaboration and adaptability to changing needs. Consistently delivers results and enhances customer satisfaction through strategic insights and effective communication.
Overview
3
3
years of professional experience
1
1
Language
Work History
Customer Experience Analyst • (MoneyGram)
TELUS Digital
02.2023 - 01.2025
- Analyzed customer feedback to identify trends and provided recommendations for process improvements.
- Managed three different lines of business through both chat and voice communication.
- Served as a support resource for team members in key meetings.
- Developed training materials along with QA workshops to ensure consistent delivery of exceptional customer service across the team with a focus on new hires.
- Presented high-level data quality metrics during QA Sync-Up meetings, highlighting findings and recommending optimizations to both staff and management.
- Evaluated new tools and technologies, recommending those with potential to enhance overall efficiency and effectiveness within the department.
- Monitored performance metrics to assess team effectiveness in delivering outstanding support.
- Provided floor support as needed, with a particular focus on assisting new hires.
- Assessed current processes and collaborated with the client, WAW team, and business owners to develop improvement plans.
Customer Service Representative
TELUS Digital
09.2021 - 02.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Complejo Educativo Reparto Valle Nuevo
Ilopango, El Salvador 05.2001 -
Skills
Analytical mindset
Teamwork and collaboration
Problem-solving
Time management
Adaptability
Professionalism
Attention to detail
Multitasking
Emotional Intelligence
Work Ethic
Customer service
Professional References
- Oscar Tamayo - Customer Service Team Leader.
Phone Number: +503 7877 9625
- Carlos Flores - Customer Service Team Leader.
Phone Number: +503 7473 0571
- Sofia Arteaga - Customer Service Representative.
Phone Number: +503 7464 2600
Timeline
Customer Experience Analyst • (MoneyGram)
TELUS Digital
02.2023 - 01.2025
Customer Service Representative
TELUS Digital
09.2021 - 02.2023
High School Diploma -
Complejo Educativo Reparto Valle Nuevo
05.2001 -
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